Almost every day we hear from readers who are helped by our executive contacts information. But can the information on this site actually change a company’s customer service culture?
Perhaps. I started to wonder about that after our latest server meltdown, which reverted all of our executive contacts back to April.
Oh, Expedia. What happened to them?
To put the answer into context, you have to rewind to earlier this year. Almost every other new case we received was about Expedia. Not only was their legendary “Tier III” support failing a significant number of our readers, but its executives had apparently abandoned their email addresses in an effort to hide from their many unhappy customers.
I would like to believe it was all just a misunderstanding.
Finally, this summer, I heard from an Expedia insider who agreed to help. This individual leaked the names of any manager with the word “customer service” in it to us.
And I posted them.
Now, there were ruffled feathers, to be sure. I heard from employees who asked me why I couldn’t just post a link to the company’s official customer service portal and let the system work?
Already done. And unfortunately, too many customers got trapped in Tier III Hell when they had a challenging travel problem. So we can strike that one from the list.
So back to that long list of executives. We published it, and suddenly an eerie calm fell across our world headquarters in Winter Springs. It was as if someone had pulled a plug. The complaints slowed to a trickle. Someone on the other end at Expedia started answering their email and fixing consumer problems before they could be turned into syndicated Q&A columns.
And, you know, that’s all we’ve ever wanted. We just want a company like Expedia — well, really any company — to take care of its customers without us needing to get involved.
We’ve republished the updated contacts and are confident that the trend will continue.
Is Expedia’s customer service better because we unearthed the names and numbers for its customer service execs? I’m not sure I would go that far. But if you have a problem with your next Expedia trip, you can bet you’ll find someone on our site who will listen to you and take care of it.